What is a barge-in?
Barge-in a term entrenched in the realm of voice technology and Interactive Voice Response (IVR) systems, especially contact centres.
Barge-in within a contact centre setup allows a supervisor to listen live to agent calls and barge-in if necessary.
Applications that enable barge-in can also allow supervisors to whisper to agents without the customer hearing. Sometimes this is useful in training or as a precursor to a barge-in. This feature is useful when customers request a supervisor or when agents need assistance with a customer’s query.
However, barge-ins can easily confuse callers, so we recommend that clear protocols for when and how barge-in is used are established across the organisation.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
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